Full Job Description
Willis Towers Watson (WTW) are very excited to expand our Customer Service Representative team by offering new ‘work from home’ opportunities. We will give you all the training and development you need to succeed in this exciting and varied role, from the safety your own home during this uncertain time.
As a Customer Service Representative, you will have the rewarding opportunity to support Medicare eligible retirees across the country. Your goal as a Customer Service Representative is to be an advocate for our clients and assist them with enrollment issues, general questions and concerns, and facilitating their Health Reimbursement Accounts (HRA). You will spend a large portion of your day in phone conversations with clients investigating and resolving issues in a fast paced team environment.
The pay for this seasonal position is $15.00 per hour and the assignment concludes in January 2021. Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.
How you will make an impact:
Effectively and empathetically assist clients over the phone
Listen, assess, and resolve client needs and questions using a consultative approach
Solve complex problems by identifying the root cause of issues and providing feedback
Show patience and kindness to deescalate concerned callers
Work with a team in a diverse, professional call center environment
Our All-Star Customer Service Representatives:
Are excited to learn new things
Can actively listen and recognize the needs of clients
Are able to overcome client frustrations while remaining calm and patient
Can show sensitivity to clients, retirees, and individual needs of each caller
Willingly accept coaching and feedback
Are flexible and able to adapt based on business priorities and changing needs
Are dependable and pride themselves on being present and punctual each day.
The safety of our colleagues, both current and future, is Willis Towers Watson’s highest priority. At this time, most of our colleagues are working remotely due to the current COVID-19 pandemic. Should you prefer however to work in our Tempe, AZ office OR are unable to meet the work from home requirements, we are committed to following CDC and official guidance, which includes taking measures to practice effective social distancing, reduce office capacity and implementing other policies and procedures designed to limit the spread of the COVID-19 virus.
What you need to succeed:
High school diploma or GED required
College degree or some college a plus
Prior call center experience is a plus but not required
Must be able to complete a paid two-week virtual intensive training program and pass a final test; training covers computer systems, Medicare, enrollment, fundamentals of a Health Reimbursement Account (HRA), compliance regulations, and more.
Experience using Microsoft Office
Technical proficiency; ability to manage multiple open computer windows and learn new computer systems
Ability to read, analyze, and interpret documents and detailed correspondence, procedure manuals, and applications
Professional and courteous communication skills
Ability to work autonomously in a self-paced, self-motivated team environment
Ability to type 35 words per minute
Work from home requirements: Equipment provided!
All applicants will be required to have a separate confidential and distraction free workspace so you can focus on delivering excellent customer service to our participants
The applicant will secure and be responsible for paying their own internet expenses to include a minimum upload speed 5 MB/s, preferred upload speed 25 MB/s and a minimum download speed 25 MB/s, preferred download speed 50 MB/s
Wired Ethernet connection that meets upload and download speed requirements as noted above
Applicants will be required to work during their assigned shift time which does include specified lunch and break times
Hardware and software requirements and additional guidelines provided during the interview selection process
You must be a current resident within the state of Arizona to be considered for this position
We’re Willis Towers Watson, a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path of growth. For us, pursuing excellence begins with empowerment. So, as part of a collaborative team, you’ll be trusted to think around the problem with the freedom to transform clients’ businesses, the industry and your career. We reward our associates with competitive hourly rates, milestone bonuses, team competitions, and raffles. We have a variety of shifts available. Our hours of operation are 6am – 7pm MST. Each year we invite top performing seasonal associates to join our team on a year round basis, or invite them back for the following season.
EOE, including disability/vets